The Capacity Model: Go Beyond the Daily Schedule
Looking ahead into the future has always sounded like there is some sort of magic involved. However, in a support center...
Mastering the Matrix Organization
Where did the concept of management come from? I remember Daniel Pink saying in his TED talk, The Puzzle of Motivation...
The Next Generation of Staffing: The Aging Gap
The "Next Generation of Staffing" is a series of articles discussing topics relevant to 21st century staffing ...
I Can Hear You Smiling: Emotionally Aware Support for Emotionally Exhausting Times
In January, we had high hopes that 2020 would be the "year of seeing clearly." If you ask me, the present sent...
Are You an "IT Flat Earther?"
Having led several global IT teams, I've flown around the world visiting offices from Trondheim to Tokyo, and friend...
5 Ways to Attract and Retain Top Technical Support Talent
Finding good technical support candidates can be difficult. With a unique skill set that includes technical abilities, c...
ITSM in 2020: Finally Putting People First
There are some fundamental changes going on in the world of what we have been calling ITSM. Will we still be calling it ...

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